Service Operations Manager

nttlimited; Bengaluru; Hybrid; INR 2,500,000 - 4,000,000; Full time

Job summary

NTT DATA is seeking a Manager, Service Operations to lead and oversee the delivery of client support services. The role focuses on ensuring uptime, optimizing processes, and driving service improvements across a region or country.

You will manage teams, coordinate with client delivery units, and ensure adherence to service levels. This senior position emphasizes collaboration, budget awareness, and cross-cultural effectiveness in a hybrid workplace.

Qualifications

• Bachelor's degree in Information Technology, Business Administration, or related field with significant infrastructure operations exposure.
• ITIL certification(s) preferred and advantageous for service operations management.
• Proven experience in leading multi-national service delivery teams and building strong client partnerships.

Responsibilities

• Lead and oversee delivery of client support services across a region or country.
• Escalation handling and incident management in collaboration with engineers and team leaders.
• Drive continuous service improvement and align operations with SMSO processes.
• Manage resources, budgets, and performance metrics to meet service levels.
• Coordinate with client delivery teams to review performance and capture client requirements.

Skills

People management

Stakeholder collaboration

Budget understanding

Time management

Client focus

Cross-cultural experience

Education

Bachelor's degree in IT or Business Administration or related

Tools

ITIL certification

Job description

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.

Your day at NTT DATA

The Manager, Service Operations is a management role, responsible for leading and overseeing the successful delivery of support services to clients within a Region/Country or Services Division.

The Manager, Service Operations is a people management role responsible for ensuring achievement of organisational and team objectives and fostering a collaborative and motivated work environment.

Key responsibilities

• Manages service delivery to clients.
• Manages client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers.
• Works with client delivery teams to evaluate client reviews to ensure proactive incident management at client sites.
• Ensures that the standard client information repository related to technology, operations manuals, etc. is current and accurate.
• Creates and maintains a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model.
• Runs the support services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to clients.
• Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams.
• Plans and implements key service improvement priorities based on a continual service improvement approach.
• Ensures that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analyzed, and issues are resolved.
• Responsible for the day to day running of the Support Services Operations team in line with the performance established by the business.
• Ensures maximum uptime and the accurate and early response to client operational issues.
• Responsible for resource planning and work allocation to meet agreed service levels.
• Identifies opportunities for continuous service improvement.
• Engages with clients for technical operations as part of routine operations.

To thrive in this role, you need to have

• Advanced organizational and team management skills.
• Excellent communication skills - both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients.
• Advanced understanding of budgets and cost management.
• Excellent time management, prioritization and delegation abilities.
• Advanced focus on client centricity.
• Highly focused on business outcomes.
• Advanced ability to work across different cultures and social groups.
• Ability to work well in a pressurized environment and adapt to changing circumstances.
• Advanced service management service operations (SMSO) expertise.

Academic qualifications and certifications: Bachelor's degree or equivalent in Information Technology or Business Administration or related, with significant experience in Infrastructure Service Operations.ITIL certification(s) preferred.

Required experience

• Advanced experience in service delivery management position within a large scale (preferably multi-national) technology services environment across a range of services.
• Advanced experience in a service delivery environment including technical and service management exposure.
• Advanced experience leading and managing a team.
• Advanced experience designing, implementing, and running a service delivery model.

Workplace type

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team